Misti Mostiller

Chief Consumer Officer Extraco Banks

Misti Mostiller has over twenty years of experience in training, alternative channel delivery, management, hiring, and learning and employee development. She has over eighteen years of banking experience and project management. As Director of Consumer Banking and Enterprise Innovation at Extraco Banks, Misti oversees the retail branch lobby network, retail employee training and development, enterprise payment strategies, innovation, and vendors. Misti also is responsible for the bank’s omnichannel environment, including the call center, mobile, online, and voice banking. She oversees selected, strategic projects centered on corporatewide innovation as it relates to products, processes and technology. Misti also provides strategic influence on customer experience with a Net Promoter Score Certification. She is a native Wacoan with her BBA and MBA from Baylor University. She serves on several non-profit boards in the Waco area and enjoys spending time with her family and running.

February 24th | Day 1: A Roadmap For Digital Transformation

1:45 PM Presentation: Modernizing Your Call Center To Be An Essential Part of Your Transformation Efforts

Call Centers are one of the original and best ways to obtain valuable customer feedback. When upgraded correctly, modern call centers can be a great asset to track your transformation efforts and give in depth information on how your customers are adjusting in real time.

Upgrading your call centers to VoIP to reduce location costs and widen your organization’s reach
Briefing your call reps of new changes so they can prepare and know what to expect
Storing and analyzing calls, to not just hear Representative feedback but to enable searchable transcripts
Identifying declines in calls while finding new opportunities from direct customer feedback

4:10 PM Panel Discussion: Preparing For The Future: Embedding Innovation Within Your Company Culture

With many financial institutions heavily focused on quarterly and yearly goals, most are in danger of falling behind their competitors if they are not investing in innovation.

Hear from influential innovators as they discuss the latest technologies and business strategies to support their innovation strategies. Learn how the implementation of innovation thinking within your internal culture can ensure you are achieving your organizational long-term goals.

Defining innovation and use cases for innovation, to get internal buy-in
Establishing the right metrics to track and prove ROI
Dedicating the appropriate internal resources and time to innovation initiatives
Transforming the mindsets, toolsets and skillsets of your employees to work towards a single goal
Keeping innovation at the core of your organization

Check out the incredible speaker line-up to see who will be joining Misti.

Download The Latest Agenda